Assoc. Prof. Tang Yao

Beihang University, China

Research Area:

Marketing, consumer behavior

Speech Title:

AI emotions in current service research

Abstract：

It is an important development trend of contemporary service industries to use AI with emotion expression ability to meet customers' emotional demands in social and relational services. However, the exploration of the impacts of AI emotion expression on customers is still relatively scant in the existing literature, which is not conducive to a deep understanding of the significance of AI in improving intelligent service quality. We draw on the emotion as social information model, explore customers' psychological and behavioral reaction mechanism caused by complex emotions expressed by AI in service encounter, specifically including: 1) Focus on the types, expression ways and dynamic characteristics of emotions expressed by AI, analyze and verify the direct impact of complex emotions expressed by AI on customers' behaviors for acceptance of AI services and customer well-being; 2) Reveal and clarify the dyadic mediating paths, i.e., customers' affect reactions and inferences, through which the complex emotions expressed by AI exert effects on customers' behaviors for acceptance of AI services; 3) Identify and test the boundary conditions of the foregoing dyadic mediating paths. The findings of our research not only help to deeply understand the changing law of service-dominant logic in the era of AI, but also provide practical guidance for service enterprises to reasonably use AI to improve service quality and enhance customer well-being.

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Assoc. Prof. Low Mei Peng

Universiti Tunku Abdul Rahman, Malaysia

Research Area:

Artificial Intelligence, Business Research Methodology,Eco-Tourism, Educational Behavior,Micro-Level CSR, Organisational Behaviour

Speech Title: 

Applying the hallmarks of scientific research in the future of management and computer studies

Experience:

Dr. Low is currently an Associate Professor of Faculty of Accountancy and Administration, Universiti Tunku Abdul Rahman.  Her research interests focus on Organisational Behavoir, Micro-level CSR, Ethics and Social Responsbility and Human Resouce Management. She complements her teaching experiences with actively involve in research work, journal publication and consultancy projects. She has published in leading journals such Business Ethics, the Environment and Responsibility, Quality and Quantity, Social Responsibility Journal and others.